ComplaintsforSakelaris Chrysler Dodge Jeep Ram

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 14th 2024 I took my truck to this dealership due to check engine light for the 2nd time in 3 weeks for the same problem. I went and picked up the truck on Monday June 17th 2024. I drove it that day about 70 miles. **** I got home I looked in the bed of the truck and there was my air filter. So I pooped the hood and the air filter box was off the braket. I opened the air filter box and there was no filter. I got my truck back in wrose condition than when I took it in. I talked to the service manager (****) and he wanted me to bring it back in. I told them I would let him pay for the work to be done but I would not let them do the work due to the fact that they already messed up.

  Business response

  06/18/2024

  In response to ****************** complaint.  I have attached the service history of his vehicle at our dealership for review.  2 occurrences and labeled exhibit 1 and Exhibit 2

  On 5-16-24 **************** came to our dealership for a check engine light.  The code for that was fuel related and required the fuel filters to be replaced.  NO AIR FILTER WAS REPLACED.  Please see Exhibit 1 for the scope of work performed, again no air filter was replaced.  

  One month later, and a little over 1000 miles later, **************** came back to the dealership with another check engine light concern.  His vehicle was scanned and this time the vehicle required a Software update.  This was diagnosed and scanned without having to even open the hood, where the air filter is located.  All work was done from the interior of the vehicle.  This repair is UNRELATED to the first repair and is completely separate.   See Exhibit 2

  When **************** came back in and stated his air filter was in the back of his truck, we explained that we never once had replaced his air filter and also explained that the second time he was in for a check engine light, that is was totally unrelated to the first repair and was a software update that was accessed from the interior of the car vs under the hood of the vehicle.  We did not even raise the hood on the second repair.  

  Even thought we did not remove his air filter and admitted no wrongdoing by the dealership, the customer was offered a NO CHARGE fuel system flush as part of "Customer Good Will". This would clean out any particles that the customer was concerned about.   At the end of the day, we want repeat business and even if we have to go above and beyond when something is not our fault, we always try to accommodate the customer.  The customer declined the FREE fuel system flush and said his attorney would be in touch.  

  In closing, we did not perform any air filter work, the second check engine light was unrelated to the first and lastly the second repair was done from inside the vehicle, and we did not even raise the hood.  We felt we went over the top in offering FREE fuel system flush when we did not have to.  

  Please contact **** at the service **** with another questions. 

  Thanks 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my truck for over a month. They are claiming it is a radiator issue. I approved repairs. They call me to pick it up and the same issues are still there. I brought it back and the same thing happened again. They have now claimed it is a water pump issue. They performed the repairs on the water pump and still nothing had been fixed. I have since noticed that while the vehicle was in their possession, items in my center console were compromised.

  Business response

  03/18/2024

  **************, bought a 200,000-mile plus vehicle from another dealer in another state and on his way home, the vehicle was overheating.  The customer, ************** personally stopped and put 2 cans of Stop Leak in the cooling system and drove it home.  The Stop Leak plugged up the radiator and contaminated the whole cooling system as when our dealership diagnosed the vehicle, the first thing we discovered was the clogged-up radiator that needed replaced.  When the whole cooling system is contaminated, you have to replace the items you find and deem bad and then it's a matter of testing, replacing additional parts if found bad and re flushing until everything is working.  Additional parts, flushing, etc., is needed but again the first step is to replace what is found to be bad, then test and go from there.  Depending on the severity of the contamination and what other damage resulted from running the engine in the overheated state, many things can and fail when an engine is overheated. The customer approved the repair, and we installed the new radiator.  The vehicle was then tested, and the coolant flow was much better now but still needed re flushed and lines flushed, so the dealership did so but the vehicle was still having cooling issues that required a deeper dive into to find the cause. The vehicle still needed more diagnostics, and it was found that the water pump needed replaced as well as a broken thermostat needed replaced.  In an effort to help the customer both the water pump and the thermostat were replaced at NO CHARGE for the parts and labor.  The vehicle ran much better but now that the major items that were found to be bad were now replaced, the diagnosis will need to be more internally into the engine as a result from the overheating.  

  As far as items being compromised.  the customer stated that there was a ******** flashlight that was wrapped up in wrapping paper and he said someone opened the package.  The flashlight was valued at about $9 and was not damaged and nothing was taken or was missing out of his car.  No one from our dealership opened his package so we have no idea of what the customer is talking about whatsoever.  Again, there was nothing damaged or nothing was missing, the customer just claimed someone opened the package which we could not confirm happening at our dealership.  

  In summary, the customer paid for the repairs that were needed and for the repairs the customer authorized.  The dealership when above and beyond to additionally, at NO CHARGE provide a new water pump and thermostat to help with customer relations by giving this act of GOOD WILL.  The suggestions of the dealership opening a package of the customers are just not found to be true.  

  Please let me know if there are any other questions.  

  Thanks 

  ****

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